Most frequent questions and answers
Back at the Ranch delivers to the surrounding 100 miles of our Gunnison store via our delivery team, outside of that radius we will ship via a LTL freight company.
Local delivery pricing can be found on our Delivery Rates page. For all items being shipped further than 100 miles from our showrooms, delivery charges will be calculated in your cart.
After your order ships, we will send you an email saying that it is on the way. After shipping, most orders take between 5-10 business days in transit before arriving. Once your items are in a terminal close to you, a delivery agent will reach out to you via phone call to schedule a date and time that will work best for you to deliver on. On delivery day, someone needs to be present to inspect and sign for the delivery. Read more about what do to if your items are damaged below.
By default, Back at the Ranch offers a threshold delivery service, meaning your items will be delivered into the first dry area in your home (entryway, garage, etc). Back at the Ranch does offer a by request White glove delivery service if you desire more delivery service. White glove service will include a delivery agent bringing your items inside, putting them in the desired location, and discarding of any packaging materials. Please call or email us to get a quote on pricing for white glove delivery in your area. If you do choose the White glove delivery upgrade, please review our Measuring for White Glove Delivery document to insure proper measuring of all spaces the furniture must travel through such as doorways, hallways, staircases, etc.
Please inspect your items carefully when they are delivered. If your items arrive damaged, You must notate the damages on both copies of the Bill of Lading (yours and the delivery companies) before signing for the delivery and notify Back at the Ranch immediately. Please also take as many pictures as possible and email them to us so that we can get the claim started for you. Back at the Ranch will replace or repair any damaged item at no cost to the buyer as long as we are notified within 5 days after merchandise has been received. Minor imperfections including small cracks, knots, surface markings, and color variations in wood, or scars, brands, etc in top grain leather are normal and are not considered defects.
The lead time for each item depends on the circumstances around production and transport. Each product page should have a general lead time on it, but for more information please contact us.
Cancellations: Any order, including custom and special orders, can be cancelled within 24 hours from placement of the order. After 24 hours our return policy will apply.
If you are not satisfied with the merchandise you purchased from our site, you can return the merchandise within 14 days from the day received and we will refund your money excluding the shipping fee. Restocking fees may apply. If the product was on a free shipping promotion, the purchase price of the product less the shipping charges incurred will be refunded. Refused items will be subject to our Return Policy.
Return shipping is the responsibility of the customer. Please email or call us before returning merchandise to obtain an RMA number and the correct return address for your package. The merchandise must be in excellent, like new condition, in the original packaging, adequately packed and insured before returning.
Custom orders, made-to-order items, special orders, clearance products, and gift certificates are nonrefundable. A 5% processing fee will be deducted from all returns. All sales are final for bedding, custom upholstery, made-to-order case goods, mattresses, Clearance and Closeout items. Final Sale items will not be accepted for return.
Refunds will be issued after the merchandise has been received and inspected by Back at the Ranch.